Occasionally we get calls from a car wash customer with a complaint about our car wash. They’ve seen our name or phone number in small print on a sign and, finding no other number, call us. I tell them we do not own, or manage the car wash in question and ask if there is a phone number posted somewhere on the site. Perhaps near the bill changer, if not in the bay. Well, oftentimes there is no number posted and the customer has no remedy for whatever the problem might be. Of course, if it’s something of which I may be helpful, I’ll try to get the solution. Otherwise, I might suggest they leave a note saying what happened along with a phone number where they may be reached. In some cases, I’ll take the number and contact the owner personally to let them know there is a problem at the car wash.

Problems like this are missed opportunities. Often times the most loyal customers are ones who have experienced difficulties at your wash which was solved in a manner that exceeded their expectations. These people can become the best word-of-mouth promotors of your business. They can’t wait to tell someone that you listened to them and took care of their problem. Or … if they don’t find someone who cares about looking after the customers, they will go out of their way to let everyone know what a bad experience they had and leave negative reviews online.

Listen to the customer with concern and empathy. Introduce yourself, tell the customer your name and ask for his/her name. Call the customer by name. Apologise for the trouble they are having at your wash. This is not an admission of guilt. Ask questions to clarify the story. This shows that you are listening and trying to understand. Ascertain if the problem was indeed caused by something at your car wash. If it was, admit it and offer to take care of it as soon as possible. If it was not and the problem was not very serious and something you can take care of. First, explain why it did not happen at the car wash and offer to take care of it for them. A free wash or two offered here could net you far greater rewards in profits down the road. Each case is different, so you’ll need to make some judgment calls.